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Services for Government

CFI Group partners with the Federal Consulting Group (FCG) to provide the only certified American Customer Satisfaction Index (ACSI) customer experience analytics program. Our carefully designed measurement tools and our team of research experts enables agencies to understand and respond to the stakeholder experience.

Services for Business

As founding partner of the American Customer Satisfaction Index (ACSI), CFI Group is the only company within the United States licensed to apply ACSI methodology in both the federal government and private sectors. Using this patented technology and top research experts, CFI Group uncovers the operational drivers and impact of the customer experience.

Contact Center Satisfaction Index (CCSI) 2016

The Contact Center Satisfaction Index (CCSI) fell by four points to 68 on a 0-100-point scale in 2015, marking the lowest score in the nine years that CFI Group has been conducting this study. This decreased satisfaction with contact centers is a sustained concern for businesses with tangible implications. This report examines some of the primary factors contributing to this decline.

The most recent CCSI data provide reinforcement that satisfaction with contact centers—more so than ever—is driven by an organization’s ability to quickly and effectively solve customer issues. In an on-demand world where answers to many types of questions and problems are but a few taps away on their smartphones, customers simply do not have patience to wrestle with companies to resolve issues.

Download the 2016 Contact Center Satisfaction Index (CCSI) today!

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Other Resources

We see four opportunities for government website managers to continue this improvement: Don’t forget the Boomers+, Design for Digital Wayfinding, Remember desktops/laptops, and Ensure market demand for new apps.- See more at: https://cfigroup.com/resource-item/government-websites-2017/#sthash.HtCcxpnV.dpuf